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Tutor

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5 Messages

Mon, Jul 1, 2019 3:31 PM

At&t promised account credit not issued (ATTCares?)

Hey @ATTCares

I recently placed an online order to switch to AT&T using BOGO deal (and $300 gift card offer for online orders). Initially AT&T couldn't port my  numbers. When I called to check the status of the order, sales rep told me that I need to cancel the old order and place a new one over the phone. Knowing that the $300 offer is only for online orders, I decided against it .... until the sales rep offered that I will get a $300 account credit after the accounts are activated. As verbal offers are worth nothing, I inquired what is the guarantee that I will get $300 account credit? I was told that sales rep will be adding a note to the account to document "the promise" that a $300 account credit has to be issued when accounts become activated. I check with the supervisor of the sales rep who confirms the note on the account. At that point we go ahead with the new order (and they cancel my older online order). After that I receive the phones, numbers are ported, lines are activated, first bill is issued and paid. At that point, I call the customer service and ask if they can add the promised credit. The rep is nice, she finds the note but says that she can't issue the account credit. "Only the sales rep can do that". I request if she can send a note to the sales team which she does. I waited 2 weeks, nothing happens. I call AT&T again. The customer service rep couldn't find the note on my account this time. I request to speak with her supervisor. She transfers the call, supervisor isn't available and I leave a message. No response. I wait another week. Then I called again. Third CS rep again can't find the note (for the promised $300 account credit). I ask to speak with supervisor who is luckily available this time. We spend a long time discussing the whole issue again. She didn't find the note initially (and tries her best to convince that no such credit exist). I request her to check notes on my account from the order date and read every word. Finally she finds the note. But the answer is again the same - she can't issue the refund. I asked if I can contact the sales rep directly. She told me, no. The best she can do is that she can send a "end of sales feedback" form to the sales team and hopefully they will look at it and process the promised credit. I wait again .... So basically I am now stuck. AT&T lured me in with a promise. I did my part and had them document the promise on my account. But still I don't see anything from AT&T. I don't know what to do next? Another call and another long talk with supervisor and another note to sales team isn't going to do much. I have already spent more than 8 hours on the phone for this issue. Any ideas?? Thanks

 

 

 

 

 

 

ACE - Sage

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92.3K Messages

3 y ago

These deals are checked by computer.  Notes and verbal “promises” mean nothing.  You knew it going in, and reading your post, you aren’t really surprised it failed.  

 

Tutor

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5 Messages

3 y ago

Yes verbal promises are worthless. Knew that already. But AT&T rep promising something in writing and then not fulfilling that has been a surprise.

 

 

 

ACE - Sage

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92.3K Messages

3 y ago

In writing only he could see. Just sayin.  The deals are not usually open to interpretation.  Kind of why I never got one.

 

Tutor

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5 Messages

3 y ago

I heard back from AT&T and apparently they are having someone look at the account and review the "note" that the sales agent / supervisor placed. Hope is that they will keep their word... let's see what happens.

 

 

 

Tutor

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5 Messages

2 y ago

I month after ATT Social Media team member promised to look into it ... still no action and no response. Very disappointed. Fingers crossed ....

 

 

 

Tutor

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5 Messages

2 y ago

Finally heard back from AT&T Social Media Team Member. He confirmed that he was able to find the note on my account stating that I should be getting credit. The only thing he could try was remind the sales team to issue credit which obviously didn't happen again ... so months of wait and no action .... ATTCares is just a slogan! Wont believe a word they say ever. I will think twice choosing ATT in future.

 

 

 

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